Transcript Slide 1

The Changing Face of
the Contact Centre
18th September 2013
How is your contact centre changing?
How do your tenants communicate with you?
Current communication challenges?
How are you connected to the internet?
• By end of 2013, there will be more internet connected mobile devices than
humans; equal to 7billion!
• Mobile video currently makes up half of data transmitted worldwide –
increasing to will be two thirds by 2017
How do you use video?
• Zero usage in 2003 increased to 59million concurrent users in 2013
• Average 7 minutes per day on Skype
• International Skype to Skype voice and video traffic grew 44% in 2012 to
167billion minutes - more than twice the growth of all international carriers
in the world combined.
How do email and web chat work for you?
• 17% of interactions in UK Contact Centres were email, web chat or social
media 2012
Considering social mining?
• Harnessing social media:
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Identity & Reputation Management
Internal & External Communication
Tenant & Customer Feedback
Market Research
Networking
An internet minute...
Future of Contact Centre
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Video
Remote working
Email
Web chat
Social media